Produktbild: Managing Projects in Telecommunication Services

Managing Projects in Telecommunication Services

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Beschreibung

Produktdetails

Einband

Gebundene Ausgabe

Erscheinungsdatum

01.10.2006

Verlag

John Wiley & Sons

Seitenzahl

272

Maße (L/B/H)

26/18,3/1,9 cm

Gewicht

635 g

Auflage

1. Auflage

Sprache

Englisch

ISBN

978-0-471-71343-2

Beschreibung

Produktdetails

Einband

Gebundene Ausgabe

Erscheinungsdatum

01.10.2006

Verlag

John Wiley & Sons

Seitenzahl

272

Maße (L/B/H)

26/18,3/1,9 cm

Gewicht

635 g

Auflage

1. Auflage

Sprache

Englisch

ISBN

978-0-471-71343-2

Herstelleradresse

Libri GmbH
Europaallee 1
36244 Bad Hersfeld
DE

Email: gpsr@libri.de

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  • Produktbild: Managing Projects in Telecommunication Services
  • Foreword xiii

    Preface xv

    1 Projects in Telecommunication Services 1

    Introduction 1

    Project Management Versus Product Management 1

    Virtual Network Operators 3

    Contribution of Project Management 4

    The Two Facets of Telecommunication Services 5

    Categories of Projects in Telecommunication Services 6

    Upgrades of Public Networks 7

    Establishment of Specialized Business Networks 8

    Temporary Networks 10

    Characteristics of Telecommunication Service Projects 11

    Complex Interfaces 11

    External Interfaces 11

    Internal Interfaces 12

    International Orientation 15

    Multidisciplinarity 15

    No Mass Production 16

    Diverse Users 16

    A Relatively Long Planning Stage 17

    Summary of Distinctions Between the Development of 17

    Telecommunication Services and Equipment Summary 17

    2 Standards and Innovation in Telecommunication Services 19

    The Two Dimensions of Telecommunication Projects 19

    The Technological Dimension 19

    The Marketing and Social Dimension 22

    Classification of Innovations 23

    Innovations and the Technology Life Cycle 25

    Innovation in Telecommunication Services 26

    Incremental Innovation 27

    Architectural Innovation 28

    Platform Innovation 30

    Radical Innovation 30

    Interaction of Innovations in Equipment and Services 30

    Phasic Relation Between Equipment and Services 31

    Standardization for Telecommunication Services 34

    Timing of Standards 35

    Marketing Perspective 35

    Technological View of Standards 35

    Anticipatory Standards 36

    Enabling (Participatory) Standards 37

    Responsive Standards 38

    Lack of Standards 38

    Standards Policy and Knowledge Management 39

    Summary 40

    3 The Project Management Context 43

    Organization of the Project Team 43

    Functional Organization 44

    Examples 45

    Advantages 47

    Disadvantages 47

    Matrix Organization 47

    Examples 48

    Advantages 50

    Disadvantages 50

    Projectized Organization 50

    Examples 51

    Advantages 51

    Disadvantages 51

    Comparison of Project Organizations 52

    Project Organization and Innovation Type 52

    Incremental Innovation 52

    Architectural Innovation 53

    Platform Innovation 54

    Radical Innovation 54

    The Role of the Project Sponsor 54

    Phase Management and Portfolio Management 56

    The Rolling Wave Method for Service Development 56

    Phase 1: Concept Definition 57

    Phase 2: Initiation and Preliminary Planning Phase 58

    Phase 3: Implementation 58

    Phase 4: Controlled Introduction 58

    Phase 5: General Availability and Close-Out 59

    Canceling Projects 59

    Relation to the Build-Operate-Transfer Model 59

    Summary 60

    4 Scope Management 61

    Scope Initiation 62

    Scope Planning 62

    Market Service Description (MSD) 62

    Scope Definition 63

    Work Breakdown Structure 63

    Technical Plan 64

    The Need for Scope Management 66

    Salt Lake City Winter Olympics 66

    E-Zpass Toll Collection System 66

    Background 66

    Gaps in the Definition ITS Scope 67

    Scope Creep in New Jersey 68

    Sources of Scope Change 68

    Customer Profile 69

    Vendor's Effect 69

    Basic Principles of Scope Management 69

    Change Control Policy 71

    Strictness of the Change Control Policy 71

    Change Control Board 72

    Scope Verification 72

    Tracking and Issue Management 72

    Project Termination 73

    Case Studies 74

    Telecommunications Alliances/Joint Ventures 74

    Net 1000 76

    Background 77

    Timeline and Organization Evolution 78

    Postmortem Analysis 80

    Lessons Learned 84

    Lessons Not Learned 84

    Summary 85

    5 Time and Cost Management 87

    Scheduling 87

    Delays in Telecommunication Projects 88

    Compressing the Schedule 89

    Cost Management 90

    Project Tracking with Earned Value Analysis 91

    Metrics for the Earned Value 92

    Discrete Effort Method 92

    Apportioned Effort Method 93

    Level of Effort Method 93

    Budget Types 93

    Monitoring Project Progress 93

    Measures of Efficiency 94

    Prerequisites for Earned Value Analysis 95

    Earned Value Analysis in Telecommunication Projects 95

    Summary 97

    6 Information and Communication Management 99

    The Role of Communication Management 99

    Dissemination of Information 100

    Team Cohesion 100

    Historical Database 101

    Communication and Outsourcing 101

    The Communication Plan 102

    Audience 102

    Circumstances 103

    Nature of Information 103

    Content of the Plan 104

    Communication Channels 104

    One-on-One Communication 105

    Meetings 105

    Telephony and Teleconferences 107

    E-Mail 107

    Intranets and Project Portals 107

    Evaluation of the Communication Processes 108

    Measure of Communication Effectiveness 108

    Signs of Communication Problems 108

    Barriers to Successful Communications 109

    Summary 109

    7 Resources Management 111

    Formation of the Project Team 111

    Team Building 116

    Team Building and the Hierarchy of Human Needs 116

    Signs of a Jelled Team 117

    Enablers of Team Cohesiveness 117

    Impediments to Team Consolidation 118

    No Self-Actualization 118

    No Self-Esteem 118

    No Belongingness 119

    No Security 119

    Team Breakup (Adjourning) 119

    Project Leadership 119

    Transactional Versus Transformational Leadership 120

    Project Manager's Authority 120

    Manipulative Behavior 120

    MBTI Classification of Leadership Styles 121

    Time-Dependent Leadership 123

    Matching Leadership Style with the Project Phase 123

    Matching Leadership Style with Innovation Type 124

    Matching Leadership with Technology Maturity 125

    Conflict Resolution 126

    Conflicts Due to Contractual Structures 126

    Conflicts Due to Connectual Structures 127

    Types of Diversity 127

    Examples of Social Diversity 128

    Examples of Informational Diversity 128

    Examples of Value Diversity 129

    Conflicts and Diversity 130

    Effects of Conflict on Project Performance 130

    Dealing with Conflicts 132

    Problem Solving 132

    Coercion 132

    Compromise 132

    Accommodation 132

    Withdrawal or Avoidance 132

    Summary 133

    8 Quality Management 135

    Overview 135

    Quality and Innovation 136

    Service Release Management 137

    Quality Plan 138

    Categorization of the Defects: Urgency and Criticality 139

    Appraisal 141

    Schedule Compression 144

    Evaluation of Testing Progress 145

    When to Stop Testing? 145

    Vendor Management During the Testing Program 148

    Summary 150

    Appendix 151

    Poisson Model 151

    The Basic Model 152

    The Jelinski-Moranda Model 152

    Deployability 153

    Learning Effect with the Yamada Model 154

    9 Vendor Management 157

    The Importance of Vendor Management 157

    Vendor Management Versus Procurement Management 157

    Acquisition Process 158

    Evaluation of the Formal Solicitation Process 160

    Vendor Selection 160

    Contract Type 161

    Vendor Types in Telecommunications Services 161

    Vendor Evaluation 162

    Additional Criteria for Equipment Vendors 164

    Additional Criteria for Connectivity Vendors 164

    Communications with Technology Vendors 165

    Statement of Work 165

    Vendor Tracking 166

    Partnerships and Virtual Organizations 166

    Metrics for Vendor Tracking During Acceptance Testing 168

    Vendor's Handoff 169

    Metrics for Vendor Tracking for Problems in the Field 169

    Risks in the Management of Technology Vendors 170

    The Technology Life Cycle 170

    Vendor Type 170

    Risk of Supply Disruption 171

    Congruence of the Plans for the Vendor and the Service Provider 171

    Lack of Standards 172

    Intellectual Property and Knowledge Management 172

    Inadequate Field Support 173

    Risk Mitigation in the Management of Technology Vendor 173

    Connectivity Vendors 174

    Types of Agreements Among Network Operators 174

    Risks Management for Interconnectivity Vendors 174

    Summary 175

    10 Risk Management 177

    Risk Identification 178

    Risk Evaluation 178

    Risk Mitigation 180

    Risk Avoidance 180

    Risk Reduction 180

    Combined Risk Avoidance and Reduction 181

    Risk Deflection 181

    Risk Financing 182

    Risks Identification Telecommunications Services 183

    Project Characteristics 184

    Complexity 184

    Schedule 184

    Novelty 185

    Geography 185

    Internal Organization 185

    Technology 186

    Supplier 187

    Customer 187

    Risk Mitigation in Telecommunications Services 187

    Risks Due to Project Characteristics 187

    Technological Risks 188

    Supplier's Risks 189

    Customer's Risks 189

    Standardization and Risk 189

    Innovation and Risk 191

    Incremental Innovation 191

    Architectural Innovation 192

    Platform Innovation 193

    Radical Innovation 193

    Risk Mitigation and Organizational Culture 193

    Risk Mitigation and the Project Manager's Tolerance for Risk 194

    Summary 194

    11 Service Development 197

    Opportunity Analysis and Concept Definition 197

    Product Definition and Project Setup 198

    Design and Procurement 199

    Architecture Design 199

    Supplier Management 200

    Technical Definition of the Service 202

    Site Selection 202

    Service Operations Technical Plan (SOTP) 202

    Support Processes 203

    Operations, Administration and Maintenance (OA&M) 205

    Disaster Recovery 207

    Customer Network Management 209

    Development 209

    Equipment Handoff 210

    System and Integration Testing 210

    Network Operations Center (NOC) 211

    Human Resources 211

    Return Maintenance Authorization (RMA) 211

    Customer Care 211

    Service Turn-Up 212

    Installing the Equipment 212

    In-Field Tests 212

    Pilot Trials 213

    Controlled Introduction 214

    Management of the Controlled Introduction 214

    Marketing and Sales Plans for General Availability 215

    Commissioning and Life-Cycle Management 217

    Lessons Learned and Closeout 217

    Quality-of-Service Metrics 217

    Customer Care Performance 219

    Network Performance 219

    OA&M Quality 219

    Business and Network Evolution 219

    Summary 221

    Appendix 221

    12 Some Final Thoughts 223

    Continuity and Change 223

    Project Success or Service Success? 224

    Competition and Government Policies 225

    Standardization 227

    Outsourcing 228

    References 229

    Index 239